How to snooze a ticket
Open the snooze menu
Click the snooze button (clock icon) in the ticket header or use the ticket
actions menu.
Snooze options
| Option | Description |
|---|---|
| Until customer replies | The ticket stays snoozed until the customer sends a new message |
| 30 minutes | Unsnooze after 30 minutes |
| Tomorrow | Unsnooze tomorrow at 9:00 AM |
| Next weekday | Unsnooze on the next weekday at 9:00 AM |
| 1 week | Unsnooze in one week at 9:00 AM |
| 1 month | Unsnooze in one month at 9:00 AM |
| Custom | Enter a specific date and time using natural language (e.g., “Tuesday”, “12/25/2025”) |
What happens when a ticket is snoozed
- The ticket is removed from your inbox
- The ticket status changes to Snoozed
- A snooze event is recorded in the ticket timeline
- When the snooze period ends, the ticket reappears in your inbox
If a customer replies while a ticket is snoozed, the snooze is automatically
cancelled and the ticket returns to your inbox immediately.
See also
- Inbox: Understanding the inbox and its sections
- Ticket details: View ticket status and metadata